Gov. Christie Announces Initiatives to Reduce MVC Wait Times and Improved Public Service

Posted Thursday, August 25th, 2016

GOVERNOR MAKES ANNOUNCEMENT IN RANDOLPH AT MOTOR VEHICLE STATION

Governor Christie visited the Motor Vehicle Commission (MVC) agency in Randolph yesterday to announce initiatives aimed at reducing MVC wait times and customer costs. These new proposals and improvements to existing programs are aimed at cutting transaction times and to make it easier for drivers to access services, according to the Governor.

“MVC is continually looking for ways to enhance the customer experience and streamline the transaction process,” said Gov. Christie. With these new initiatives, customers will have more options to conduct their business either online or at a variety of locations with some express options. “

To reduce demand at the end of the month, Governor Christie is calling on the legislature to pass a bill that would change driver license and registration expiration dates to drivers’ birthdays instead of the last day of the month.

To encourage use of MVC’s online tools, by October 1, MVC will eliminate online transaction fees. MVC will continue to post on its website updated wait times at each agency location and identify low-volume agencies, as well as offer online scheduling of driver tests and online suspension/restoration appointments.

Starting in early 2017, MVC will launch two mobile agency units that will be able to perform all transactions that existing agencies can with the exception of driver testing and titles. They will be deployed in the event of unforeseen agency outages and also will be utilized to service the needs of varying populations.

MVC also is working with AAA to develop a system for customers to be able to renew their registration through certain AAA offices.“AAA is proud to work with several states to provide motor vehicle services at our offices,” said Cathleen Lewis, Director of AAA Northeast Public Affairs and Government Relations. “We look forward to working with the administration to provide similar services for the State of New Jersey.”

Here are the key components of the Governor’s plan:

Streamlining The Process And Expanding Customer Options

The initiatives announced today include new proposals and improvements to existing programs intended to improve customer service delivery and reduce wait times across MVC agencies:

Amending Driver’s License And Registration Expiration Dates: Governor Christie is calling on the legislature to pass a bill that would change expiration dates from the last day of the month to drivers’ birthdays. This simple amendment is anticipated to reduce agency wait times by spreading out customer transactions more evenly over the entire calendar month.

Online Transaction Fee: MVC will eliminate the current applicable online transaction fees by October 1st. The elimination of these fees is expected to reduce wait times by further encouraging customers to utilize MVC’s online tools in lieu of agency visits.

Utilizing AAA for Registration Renewals: MVC is working with AAA to expand customer access through certain AAA offices.

Central Issuance: MVC has started the process of converting to a central issuance system, in which MVC will issue IDs from a central location rather than through individual agencies, which will reduce transaction times and ensure maximum security throughout the process.

Express Driver’s License Process: To reduce the time of license renewal transactions, many agencies have implemented a driver’s license express process, which allows customers to bypass the ID check stations and get in line at the Enhanced Digital Driver License counters.

Mobile MVC Agency: In early 2017, MVC will launch two mobile agency units, which will effectively become the 40th and 41st agencies in the state. The mobile units will be able to perform all transactions that existing agencies can with the exception of driver testing and titles. They will be deployed in the event of unforeseen agency outages and will also be utilized to service specific needs of varying populations.

Additional Enhanced Digital Driver’s License Cameras: MVC has increased the number of Enhanced Digital Driver’s License (EDDL) cameras in 10 of its busiest agencies. These additional cameras have been installed in Bakers Basin, Springfield, East Orange, Turnersville, Somerville, South Plainfield, Edison, Rahway North Bergen and Wallington.

To reduce the time of license renewal transactions, many agencies have implemented a driver’s license express process, which allows customers to bypass the ID check stations. MVC also has increased the number of Enhanced Digital Driver’s License cameras in 10 of its busiest agencies – Bakers Basin, Springfield, East Orange, Turnersville, Somerville, South Plainfield, Edison, Rahway, North Bergen, and Wallington.

MVC has started the process of converting to a central issuance system to issue IDs from a central location rather than through individual agencies, which will reduce transaction times and ensure maximum security throughout the process.

Earlier this year, Governor Christie ordered enhanced customer service training for MVC employees which focused on fundamental customer service skills, such as active listening, effective communication, and conflict resolution. Training already has been provided to all MVC executive and senior staff, Agency Services Coordinators, Regional Managers and Agency Managers.

Customer complaints are currently being tracked by region, which allows the MVC to identify more quickly trends in areas needing improvement in specific agencies or geographical areas of the State.